Customer Service Editions

Product Overview

All-inclusive licensing of the Customer Interaction Suite of applications

Customer Service Editions combines industry-leading Avaya call-processing software with a range of additional capabilities. Three packages give businesses immediate, fully enabled contact center capabilities, with flexibility for future growth.

FEATURES

Execute quickly
The Customer Service Editions let you set up a contact center quickly and continue to response to dynamic business needs, with all-inclusive packages and services from a proven industry leader.

Get the features your agents need
Avaya applications give your contact-center agents the resources and customer information they need to attract new customers and build loyalty. Customer Service Editions make these tools available in a comprehensive packages.

Get actionable insights
End-to-end reporting and analytics features give you actionable insights into your customers and your call-center operations.

Description

Customer Service Editions combines industry-leading Avaya call-processing software with a range of additional capabilities. Three packages give businesses fully enabled contact center functionality with flexibility for future growth.

The Essential Edition offers end-to-end inbound voice , including skill-based and data-directed routing, premier reporting, self-service, standard agent softphone, and introductory remote agent licenses.

Adding to Essential, the Standard Edition brings business rule routing options, desktop application integration, customizable agent desktop with screen-pop, and outbound preview dialing.

Building from Standard, the Advanced Edition also features support for end-to-end SIP-based contact centers, patented predictive routing and agent selection algorithms, predictive outbound dialing, and fully customizable agent desktops with video and other media.